All personnel at two Kyosha Valley locations are required to wear scrubs and solid colored white or black tennis shoes. Each employee receives one set of scrubs from the company. A third location has kept its dress code as business casual. In the last 30 days, two employees and one patient have complained about the receptionist’s inappropriate attire. When the patient complained to the nursing staff about the receptionist’s inappropriate attire, the nurse explained that it was appropriate for the receptionist’s level of pay. This prompted the patient, a local business leader, to speak with the doctor about the receptionist’s inappropriate attire and the nurse’s lack of understanding. Because English is his second language, the patient explained to the doctor that he believed the nurse may not have taken the time to address his concerns. The patient went on to complain about the cleanliness of the restrooms and the disorganized appearance of the waiting area.

The doctor immediately summoned you to his office and explained the situation as it had been relayed to him by the patient. You have been instructed to resolve this situation as soon as possible.

For uniformity, you have decided to impose a scrubs-only policy at the third location. You realize that the location’s staff has been led to believe that the cleanliness of the facility is solely the responsibility of the janitorial crew, who clean twice a week.


Step 1: Send a memo to all three Kyosha Valley locations, including the following information:

Describe the uniform policy.
Explain to staff the expectations for teamwork in keeping the office and bathrooms clean during the day and in between janitorial visits.
Explain the procedure for notifying staff and patients of complaints. This should result in the information being sent to you to handle.
Explain the procedures and resources available to assist patients who speak English as a second language, are hearing or sight impaired, or have any other physical or diversity-related disposition that should be addressed in order to provide quality care to that patient.